The fastest way to get help is the in-app message thread on an open engagement — it gives our team the context they need to answer quickly. For anything that doesn't belong on an engagement (billing, account access, security concerns), email is best.
Support Channels
- In-app messaging — open an engagement, scroll to the message thread, and send. Best for engagement-specific questions.
- Email support@aitaxaccountant.com — best for billing, access, plan changes, and anything off-engagement.
- Email privacy@aitaxaccountant.com — for privacy requests, data access requests, and deletion requests.
- The chat widget on aitaxaccountant.com — best for pre-sales and general product questions.
Response Times
- We aim to respond to most messages within 1–2 business days.
- Advisory-plan customers receive priority handling and typically hear back sooner.
- Privacy and security requests are answered within 30 business days, per our Privacy Policy.
- For urgent issues (failed payment, lost account access), include "URGENT" in the subject line.
What to Include
- Your account email (the one you log in with).
- The engagement ID, if your question is about a specific engagement.
- A short description of the issue and what you've already tried.
- Screenshots when something looks wrong on screen.
- For billing questions, your invoice number or the last four digits of the card.
We are an AI-first company and we do not run a phone support line. Everything happens over email and in-app messaging — it gives our team a complete written record of every issue.